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A 10% increase in word of mouth buzz translates into 0.2% – 1.5% increase in sales. 43% of social media users have purchased a product after sharing it or liking it on Facebook, Pinterest or Twitter. 91% of B2B buyers are influenced by word of mouth when making a purchase decision. “I […]

Increasing customer retention by 5% improves profitability 25%. 80% of your future profit comes from 20% of your current customers. Deeply engaged customers spend 23% more and are more profitable. “I need to improve our retention rates by 5%. Where do I start?” “I’m not sure how to drive better recoup rates.” […]

Businesses that use strategic plans are 12% more profitable. 67% of start-ups that fail had no written business plan. 70% of businesses with a strategic plan don’t execute on it, and 60% don’t link it to budgeting. “I feel like we’re missing opportunities.” “I wish our business forecasts were more accurate.” “I […]

From the Blog

It takes a special kind of person to be in Sales. I should know; I spent my early career as a salesperson. While life ultimately lead me in other directions – marketing, strategy, operations – the lessons I learned as a sales rep have served me well no matter my role or function. Here are three […]

It costs 6x as much to acquire a new customer as to retain an existing one. As business people, we all know that our success depends upon our customers. They generate future profits for our business. They drive new business through word-of-mouth referrals. They help us understand how to be better at what we do. […]

Everyone knows that it’s less expensive to retain good customers than to acquire new ones. Imagine if you could improve your customer retention rate – without spending a dime! You can, with three old-school techniques. It takes twelve positive experiences to make up for one unresolved negative customer experience. – “Understanding Customers” by Ruby Newell-Legner Listen […]